Toronto, Ontario, CAN
3 days ago
Contact Centre Agent

 

Hourly Rate: $19.40– Check out the YMCA’s total compensation package!

Location: 90 Eglinton Avenue East, Toronto

Work Hours: 20-30 hours/week

Employment Type: Contract Part Time Hourly-6 months

Number of Vacancies: 5

Anticipated Start Date: March 17, 2024

Deadline to Apply: February 25, 2025 by 5 pm

 Be the Spark! Join our passionate Membership Services team and help us to achieve great things in our community!

The YMCA Contact Centre provides information and registration support to the Association through centralized telephone, email, and mail channels, allowing front-line staff to focus on face-to-face interactions.  The Contact Centre acts as a liaison between our members and our programs and services, making helpful links between people, resources and ideas, operating Monday to Friday from 8am to 8pm and in the summer from 7:30am – 8pm and weekends as required.  The Contact Centre Agent is responsible for direct delivery of all departmental services.

In this role, you will:

Support Summer Camp in sales/registration, orientations, referrals, payment issues, complaints/recommendations, and general inquiries. Respond to members regarding all YMCA programs and services using various communication channels (telephone, email, fax, mail, etc.). Provide referrals, process registrations, cancellations, bookings, sales, renewals, upgrades, modifications, payment resolution, and orientations in an efficient manner. Manage general inquiries; field complaints/recommendations. Provide Employment and Community Programs sales, orientations, assessment bookings, and general information. Support YMCA Health and Fitness in phone sales/registration, renewals, upgrades, modifications, payment issues, complaints/recommendations, and general inquiries. Complete administrative duties, including data maintenance, event support, process cancellations and payments, maintain files, mail, and fax. Collect information from dynamic programs and services to offer more efficient response times to members. Perform other duties as assigned.

You bring:

2 years’ experience in contact centre, customer service or information distribution environment Demonstrated problem-solving and conflict resolution skills in a fast-paced environment Strong organizational, time management and multi-tasking skills Knowledge of YMCA programs and services is an asset Well-developed interpersonal, and relationship building skills; ability to establish rapport and excellent communication with members, staff and volunteers Excellent written communication skills Commitment to diversity, equity, inclusion and building a sense of belonging Intermediate knowledge of Microsoft Office (Excel, Word, Outlook) Knowledge of CRM system is an asset Flexibility regarding assigned work schedule

What you need to succeed:

Commitment to the YMCA’s Mission, Vision and Values Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services YMCA Competencies: Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter 

Why work for the YMCA?

The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities. We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. See what you can expect from the YMCA here.

Joining the Y means contributing to over 165 years of providing opportunities for people to shine through programs and services like health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors. Learn more in our 2020–2025 strategic plan, Ignite the Light, which outlines how we are focused on boosting well-being and promoting equity across the Greater Toronto Area.

The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team. As an equal opportunity employer, we invite applications from all qualified candidates including racialized people/people of colour, Indigenous Peoples, disabled people/people with disabilities and members of 2SLGBTQIA+ communities.

If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.

In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check. Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks here.

The YMCA only considers applicants who are legally entitled to work in Canada. We thank all applicants for their interest, however, due to the volume of applications we receive, we can only contact candidates who are selected for an interview.

Check out the next steps in our recruitment process and see what others are saying about working at the YMCA.

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